Employee Well-Being and Voice Behavior on Customer Service Performance

Abstract

Purpose: The significance of customer service in determining customer happiness has become one of the key indicators for online marketplaces in Indonesia, which experienced phenomenal growth during the Covid-19 pandemic. This study aims to determine how employee well-being affects customer service personnel performance along with the mediating effect of employee voice behavior. Design/Methodology/Approach: The analysis was examined using the structural equation modelling (SEM) approach in customer service within various online marketplaces in Indonesia. Findings: This study finds that psychological well-being has a positive and significant effect on job performance. In terms of mediation effects, promotive voice and prohibitive voice behavior were found to significantly mediate employee well-being on job performance, except promotive voice on psychological well-being. Research, Practical & Social implications: Employee performance in this study was measured as perceived by customer service and gathered through cross-sectional research. Originality/Value: This study extends the knowledge about the link between employee well-being and employee voice performance as well as the mediation generated in terms of promotive and prohibitive voice behavior.